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FortiEDR dashboard shows degraded lost connection, but can remote into the device



We have been seeing this pattern in more than one store. The state is Degraded and the reason is 'Lost Connection' Other remote connections, remote in, transferring files, etc. work. The hardware info is below.


Screenshot of the message.


What confuses us is that all the other network functions seem to work. What can block just the collector from connecting? I would have tried to uninstall/install but I get the error that it can't connect while running the uninstall. I believe, that if I can understand one, then we can apply it to the chain.



Hardware Info

System Info

OS Name Microsoft Windows 10 Pro
Version 10.0.19042 Build 19042
System Manufacturer LENOVO
System Model 10AAS5QQ00
System Type x64-based PC
Processor Intel(R) Core(TM) i5-4590T CPU @ 2.00GHz, 2001 Mhz, 4 Core(s), 4 Logical Processor(s)
BIOS Version/Date LENOVO FBKTB6AUS, 8/2/2015
SMBIOS Version 2.8
Embedded Controller Version 1.32
BaseBoard Manufacturer LENOVO
BaseBoard Product SHARKBAY
BaseBoard Version SDK0E50512 STD
Platform Role Desktop
Secure Boot State On
Hardware Abstraction Layer Version = "10.0.19041.1566"
Installed Physical Memory (RAM) 8.00 GB
Total Physical Memory 7.89 GB
Available Physical Memory 5.70 GB
Total Virtual Memory 9.14 GB
Available Virtual Memory 6.90 GB
Page File Space 1.25 GB


Community Manager
Community Manager

Hello penright,


Thank you for using the Community Forum. I will seek to get you an answer or help. We will reply to this thread with an update as soon as possible.


Anthony-Fortinet Community Team.
Community Manager
Community Manager

Hello penright,


We are still looking for someone to help you.

We will come back to you ASAP.


Anthony-Fortinet Community Team.
Community Manager
Community Manager



According to this document:


Could you please contact the your TAC contact?


Thanks a lot in advance.






Anthony-Fortinet Community Team.
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